Something not right? We have you covered. Here is everything you need to know about returns on Shoal.
How It Works
Step 1: Something Goes Wrong
You receive your item and there is a problem - wrong item damage missing parts or it looks nothing like the photos.
Step 2: Contact the Seller
Message the seller through Shoal messages. Explain the problem politely and give them a chance to fix it. Most issues are resolved here quickly.
Step 3: Open a Dispute
If the seller does not help within 48 hours go to your dashboard and open a dispute. Takes less than 5 minutes.
Step 4: Return if Required
Depending on the item value you may need to ship it back. The seller always pays return shipping for approved disputes. See our return threshold table below.
Step 5: Get Your Refund
Once resolved your refund is processed within 3 to 5 days back to your original payment method.
Return Threshold Table
Item Value
Return Required
Who Pays
When Refunded
Under $75
No - keep item
Nobody
Immediately
$75-$300
Yes
Seller
On carrier scan
Over $300
Yes
Seller
On delivery confirmed
Never arrived
No
Nobody
Immediately
Do I Have to Return It?
For items under $75 you usually do not need to return the item at all because shipping often costs more than the item value.
For items from $75 to $300 a return is required and the seller must provide and pay for the return label. Your refund is released as soon as the carrier scans the package.
For items over $300 a return is required and seller-paid shipping still applies. Refund is released once return delivery is confirmed.
If your item never arrived there is no return requirement and your refund is processed immediately after non-delivery is confirmed.
How to Package Your Return
🌊 Packaging Tips for Returns:
Use the original packaging if you still have it.
Wrap fragile items in bubble wrap.
Place item in a sturdy box.
Do not use envelopes for electronics or breakable items.
Take a photo of the packaged item before sealing.
Keep your receipt from the post office or courier.
Return Carriers in The Bahamas
Bahamas Post - cheapest option
FedEx Bahamas - fastest
UPS Bahamas - reliable
DHL Express - international items
Bahamas Fast Ferry Cargo - Family Islands
Tropical Shipping - large items
Local Courier - Nassau area only
Common Questions
A: You have 30 days from the order date to open a dispute and request a return. Once a return is approved you have 5 days to ship the item back.
A: No. For all approved disputes the seller is responsible for providing you with a prepaid return shipping label or reimbursing your shipping cost. You should never pay out of pocket to return an item for an approved dispute.
A: Great news - you do not need to return it at all. For items under $75 we will refund you in full and you keep the item. It simply is not cost effective to ship it back.
A: If the seller does not respond within 3 business days Shoal automatically rules in your favour and issues a full refund. You are never left without a resolution.
A: Yes! If you would prefer an exchange rather than a refund mention this when opening your dispute. If the seller has the correct item available they may offer an exchange. However Shoal can only guarantee a refund - exchanges depend on the seller.
A: Return the item in the same condition you received it. Do not use or damage the item further before returning. Include all original accessories packaging and documentation that came with the item.